Looking Beyond the Scope of Traditional Customer Service: Examining the unique benefits & challenges of delivering customer care through social media

Unique Draws of Using Social Media for Customer Care

• Testimonials • Brand ambassadors • Word of mouth• Relationships • Valuable knowledge

Unique Difficulties of Using Social Media for Customer Care

• Public forum• Response time• Risks of automation• Customer service plan

How to Use Social Media Well

Have a Strategy in Place

• Overall business strategy• Know your audience• Editorial calendar with main topics• Create a presence• Engage• Who does what?• CTA• Measure

Have a Plan for Managing Customer Service

• Create unforgettable experiences – West Jet Christmas miracle - http://youtu.be/p7-r9Cnyb1g

Have a Plan for Managing Customer Service

• Create unforgettable experiences

Pay Attention - Listen

• Ocean Basket/Doppio Zero• Use Listening tools

Go the Extra Mile

• Customers – Dance with the Stars• Other – FoodLlovers Market

Develop a Process

Train Staff

Address Complaints & Take Action

Be comfortable with letting a customer complaint play out in public without trying to control every aspect of it

Develop a customer service reputation

• FNB - @RBJacobs

Ask for feedback

Thank-You